Operational Update: Ticket Categorisation

Just an update to the below auto ticket categorisation feature!

You should start seeing the following ticket categories become automated provided a high confidence match is made between the information in the ticket and the model.

This won't happen on every ticket so you should still be ready to categorise your tickets as you work on them. Additionally, if the ticket category evolves throughout the tickets life span, you should always be looking to update this to correctly reflect the state of play. 

Booking Support

•     Booking Details Request
•     Due Balance Payment - Deposit
•     Fine Print Clarification
•     Inclusions Information
•     Reassurance of Confirmed Booking
•     Redeeming Gift Booking/Experience
•     Resend Booking Confirmation

Change Booking

•     Reinstate Deposit Booking
•     Changing Number of Nights - Decreasing

Complaint

•     Negative Feedback - Agent Error
•     Negative Feedback - Carhire
•     Negative Feedback - Experiences
•     Negative Feedback - Hotel
•     Negative Feedback - Misleading Content

Enquiry

•     Cancellation Protection
•     Credit Extension
•     Cruise Enquiry
•     Flight Support Enquiry
•     Insurance
•     Tour Enquiry

LuxPlus

•     Adding LuxPlus+ to Account
•     Enquiring about LuxPlus+
•     Renewing Subscription

If you have any questions, please reach out to your TL.

📧 This was also communicated via email on 16th December 2025, titled “Ticket Categorisation” sent by Riley L (Customer Experience Operations Leader).